Online Services Manager | Southwood

Online Services Manager - Capital City Bank - More than your bank, your banker.

Hours: Mon - Fri 40 hours

General Summary

Manages and provides day-to-day coordination of the Online Services Department operations and activities. Ensures that the department is adequately staffed and that all associates are trained. Reviews and recommends new methods and procedures to make daily operations in the areas more efficient. Plans and schedules the activities within the department and coordinates them with other operations areas as required. The Online Services Department includes the following areas: input and maintenance of consumer, business and Treasury Management online banking services; support of Treasury Management clients, products and associated services, and online banking platform; electronic payment screening; e-document enrollment; mobile deposit maintenance; account reconciliations; account analysis maintenance and delivery of statements; and delivery of CD’s to Treasury Management clients.

All associates at Capital City Bank, Capital City Wealth, and Capital City Home Loans have access to confidential client information and must practice discretion at all times.

Principal Duties and Responsibilities

• Demonstrates strong working knowledge of the systems, products, services, and operational processes within the Online Services function.
• Oversees and ensures department daily processes are completed in accordance with established policies/procedures and within required timeframes.
• Responsible for daily associate supervision, scheduling, and workflow planning.
• Maintains and enforces a strong control environment by ensuring all work is performed in accordance with established policies, procedures, dual control requirements, segregation of duties standards, and confidentiality expectations.
• Demonstrates sound judgment in identifying control weaknesses, escalating concerns appropriately, and reinforcing compliance in daily operations.
• Ensures quality service to internal and external clients is maintained and issues are resolved quickly and accurately.
• Develops, maintains, and improves departmental procedures and operating practices to enhance efficiency, consistency, control adherence, and service quality.
• NACHA Rules Compliance
• Coordination of annual NACHA rule updates, including education/training opportunities, communication with business units and tracking compliance activities.
• Maintain documentation related to NACHA rule implementation and audit requirements.
• Collaborate with internal teams and external partners to support payment system compliance initiatives.
• Collaborate with business partners annually, and as necessary, NACHA compliance communications to clients.
• Leads associate development and training.
• Responds to and resolves complex daily problems. Works with upper management to communicate and resolve more complicated issues.
• Works in multiple online systems required for daily input, research, and reporting.
• Completes and ensures account reconcilement outages are identified daily and cleared timely.
• Assists with internal audit processes.
• Prepares performance evaluations and makes salary recommendations.

Employer determines the essential functions of the job.

All associates must understand and adhere to the non-negotiable Banker Standards and commit to practicing SGNNT (smile, greet, name, name, thank you) at all times. Associates will consistently follow policies and procedures as established by Capital City Bank, Capital City Wealth, and Capital City Home Loans, with department managers setting the standard.

Associated Duties

• Establishes goals and measures to track the success of the department ensuring alignment with organizational strategy and business plans.
• Resolves complex and variable issues, recommends, and implements course of action.
• Performs considerable short-term planning, scheduling, and coordinating.
• Responsible for the growth and development of direct reports.
• May set policies related to area of responsibility.
• Responsible for developing and maintaining department contingency plan.
• Responsible for the annual budget preparation and on-going monitoring.
• Provides additional support to manager and department colleagues.
• Completes all assigned/required Bank training within established timelines.

Knowledge, Skills and Abilities (KSAs) Required

The following KSAs are usually acquired through higher education or three to five years related bank experience:

• Possesses a broad knowledge of banking operations principles, practices, and procedures as well as general accounting functions.
• Strong interpersonal and communication skills.
• Ability to establish and maintain effective working relationships
• Flexible, enthusiastic, and hard-working approach
• Ability to effectively manage, communicate with, and motivate a team of hybrid/flex workers
• Self-starter, works independently and with minimal supervision
• Possesses strong analytical and project management skills.
• Ability to define problems, collect data, establish facts and draw valid conclusions
• Ability to effectively present information, verbally and in written format
• Ability to multi-task and set priorities.
• Deadline and time-sensitive oriented
• Flexibility, willingness to learn, ability to adapt quickly to daily challenges and goals
• Proficient personal computer skills including Microsoft Office – Outlook, Word and Excel.
• Expected to obtain and maintain Accredited ACH Professional (AAP) certification within 2 years of hire/promotion.

Education

Bachelor’s degree from an accredited college required. Associate’s degree and/or relevant banking experience may substitute for the education requirement. Current Accredited ACH Professional (AAP) certification preferred.

Working Conditions

• May be required to attend periodic in person meetings
• Secured entry building.
• Cubicle environment.
• Fast paced operations environment.
• Extended hours may be required as dictated by work volume fluctuations and/or staffing issues.
• In the rare instance of a major or extensive natural disaster, epidemic or pandemic occurrence, or other disruption within our footprint, it may be necessary for associates to relocate or telecommute before, during or after, to ensure business continuity.
• Positions approved for Hybrid Flex/Remote Work are determined by department manager and HR. All associates approved to participate in a Flex/Remote work schedule will review and acknowledge the guidelines outlined in the Hybrid Flex/Remote Work Policy.

Capital City Bank associates are our greatest asset. We offer the following benefits:

• Medical, Dental and Vision
• Life Insurance
• 401(k) with Matching
• Flexible Spending Accounts
• Tuition Assistance
• Stock Purchase
• Discounts on Products and Services

EOE/Protected Veterans/Disabled/Drug Free

The above declarations are not intended to be an “all-inclusive” list of the duties and responsibilities of the job described nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job.

THIS JOB DESCRIPTION DOES NOT CONSTITUTE AN EMPLOYMENT AGREEMENT. This job description does not restrict Capital City Bank, Capital City Wealth, and Capital City Home Loans from the ability to assign, reassign or eliminate duties and responsibilities of this job at any time. This job description describes the current assignment of essential functions. These functions may change at any time as the needs of the Bank or department change or for other reasons deemed appropriate.